We are experiencing fantastic growth and are continually growing our EMEA Customer Success team. Right now we're be looking for another German speaking team member to focus on our DACH accounts being based in our Cologne office.
About the role : Our Customer Success team advises and guides our wide array of enterprise customers as they map any number of business needs to Zendesk.
We ensure customers are optimised and scaling effortlessly through different programs, all focused on driving business and technical value.
A key fixture of our Success team is the work our Success Consultants do to understand a customer’s business, work creatively to provide solutions to challenges, and ultimately help their business innovate and transform using Zendesk.
Responsibilities : · Engage with customers in a way that thoughtfully changes their perception of what is possible, from both a business and strategic perspective· Consult with support leaders across various industries to capture their business problems and work together on how to configure Zendesk in order to meet and exceed expectations· Partner with innovative, fast growing customers to optimize and transform support strategies· Conduct virtual meetings, trainings and knowledge transfer sessions according to Customer Success methodology· Maintain a high level of professionalism, empathy, and business acumen across multiple customers at one time, connecting, trends and themes as you go· Perform issue identification, communication, and resolution for moderately complex issues· Simultaneously prioritise for the best customer experience and while also staying keenly aware of how to drive retention across the entire customer base Characteristics : · Energized by working collaboratively to evolve and optimize a customer program· Love for teamwork and the ability to work within different internal groups to enhance our customer’s experience· Proven ability to develop relationships quickly· Ability to manage concurrent projects and customers at one time Items we'll be looking for in your CV and assessing you on include : · 3+ years Customer Success or similar enterprise technology / SaaS consulting role· Fluent German AND English (written and verbal to business level)· Professional strategic consulting experience, ideally in a customer-
facing role· Experience in user adoption, renewals, churn, client retention, CSAT measurement· Portfolio management experience and risk mitigation· Good understanding of support process and infrastructure· Excellent instincts and ability to interface at User / Manager / Head of / C-
Level with ease· Excellent verbal and written communication skills· Highly client centricNice to have : · Familiarity of or experience using Zendesk solutions